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The Customer Success Manager (CSM) plays a pivotal role in driving customer satisfaction, retention, and revenue growth by ensuring customers derive maximum value from their helicopter simulators. The primary objective is to increase simulator utilization (hours flown) through proactive engagement, addressing customer needs, and optimizing operational performance.
YOUR ROLE AND RESPONSIBILITIES:
Customer Relationship Management
* Act as the primary contact for customers, fostering long-term relationships.
* Conduct regular check-ins to understand customer needs, challenges, and goals.
* Build trust and ensure customer satisfaction with products and services.
* Manage key account contracts to ensure proper implementation.
Onboarding of a New Customer
* Lead onboarding, ensuring comprehensive training on simulator usage.
* Collaborate with the Training Manager to deliver customized training programs.
* Work with the Training Activation Manager to analyze data and increase simulator usage.
* Optimize scheduling and streamline operations with customers.
* Propose tailored solutions to enhance simulator value, working closely with the Product team.
* Monitor performance and coordinate with technical support to resolve issues promptly.
* Anticipate challenges and provide proactive solutions to minimize downtime.
Customer Feedback and Advocacy
* Gather feedback to assess satisfaction and identify improvements.
* Advocate for customer needs internally by collaborating with product, sales, and marketing teams.
Reporting and Metrics
* Track KPIs such as hours flown, retention, and satisfaction scores.
* Use data insights to recommend operational improvements.
Upselling and Cross-Selling
* Identify opportunities for additional services, upgrades, or products.
* Collaborate with sales to drive revenue through expanded engagement.
YOUR BACKGROUND AND SKILLS:
* Strong understanding of helicopter training and simulation technology.
* Knowledge of aviation regulations, including certification processes for flight training.
* Excellent communication and interpersonal skills for liaising with diverse stakeholders.
* Strong analytical and problem-solving skills for technical and operational challenges.
* Fluent in German (min. B2) and English.
* Eligible to work in Switzerland (Swiss/EU citizenship).
Loft Dynamics is a team of over 90 engineers and aviation experts, pioneering virtual reality motion training devices, with strong industry collaborations and a rapid growth trajectory.
We offer a modern, flexible working environment, the latest tools, exciting challenges, and career growth opportunities.
If interested, please send your application documents. We look forward to meeting you.
For questions, contact HR Business Partner Marianne at +41 44 442 09 56.
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